Viewing tickets

You can open tickets to view and update them, and swipe through the tickets in your current view.

If rich text or markdown formatting is enabled for your account, that formatting (including inline images, and active phone numbers and links) is applied in the displayed ticket.

To view a ticket

On the Tickets screen, tap the ticket you want to display. The ticket opens:

iOS

Android

Swipe left to see subsequent tickets in the current view, or swipe right to see previous tickets in the current view.

To return to the list of tickets in the view:

iOS users: Tap the X in the upper-left of the screen ().

Note: : The check mark in the upper-right of the screen indicates the number of changes you've made to the ticket. Make sure you tap the check mark to submit the changes before leaving the ticket ().

Android users: Tap the back arrow in the upper-left of the screen ().

Note: : The paper airplane in the upper-right of the screen indicates the number of changes you've made to the ticket. Make sure you tap it to submit the changes before leaving the ticket ().

Viewing and updating ticket properties

Ticket properties are displayed immediately below the ticket header:

iOS

Android

Due to space constraints, only the most frequently used ticket properties are shown. However, you can open the full list of ticket properties if needed.

Note: Only customers on the Professional or Enterprise Support plans can use service level agreements in their tickets. For information on using SLAs on your mobile device, see Viewing service level agreements.

To update ticket properties

Open the ticket, and locate the property you want to update.

If the property you want to update isn't shown, tap the Open Properties button () to view the All properties screen:

iOS

Android

Tap the property you want to update.

Tap the new value for the property. The property is updated, and you're returned to the previous screen.

If you selected a property from the All properties screen, tap the back arrow to return to the ticket.

When you're done making your updates, tap the Submit changes icon in the upper-right of the screen.

Commenting on tickets

The steps for adding a comment to a ticket depends on your mobile device.

To add a comment to a ticket

iOS users: Open the ticket and tap the Write a reply field at the bottom of the comments.

Android users: Open the ticket and either tap into the reply box at the bottom of the comments, or tap the Comment FAB ().

Tap to select Public reply or Internal note.

Enter your comment using your device's keyboard.

(Optional) Tap the Macros icon or FAB to apply a macro. See Applying macros for information.

Tap the Submit changes icon to post the comment.

Applying macros

You can apply any of your macros to tickets on the mobile app.

To apply a macro to a ticket

Open the ticket, and make any changes needed.

iOS users: Tap the Macros icon , located in the reply box.

Android users: Tap the Macros icon (), located in the reply box, or the Macros FAB ().

The Macros screen opens:

iOS

Android

Select the macro you want to apply to the ticket, using one of the following methods:

Tap the macro in the displayed list.

Scroll through the list to locate the macro, then tap to select it.

Tap the Search box, or Search icon, and enter keywords to locate the macro.

Tap to select any required actions for the macro, then tap the Submit changes icon ( or ) to apply the macro and return to the ticket.

Make any other changes necessary, then tap the Submit changes icon ( or ) again to post the updates.

Creating tickets

If you have permission to create tickets, you'll see the Create ticket icon on your screen.

iOS users: .

Android users: .

To create a ticket

Tap the Create ticket icon to open the New ticket screen.

If you have multiple brands, the multi-brand selector is displayed. Select a brand then tap the check mark (iOS), or OK (Android).

iOS

Android

Tap Subject and enter a title for the ticket, then tap Done.

Tap Enter a description and add a short explanation of the problem.

Tap Done.

Note: You cannot submit the ticket unless the Subject and Description fields are filled out.

Tap No requester and select a user from the list to designate as the ticket requester. If you don't choose another user, you will be set as the requester. You can add a new user by entering their email address.

Tap the remaining property fields to enter information as needed. Add an attachment if necessary.

Tap the Submit ticket icon to save and submit the ticket.

iOS

Android

Using attachments in tickets

You can view and download attachments, or add attachments to new tickets and comments.

If a ticket has one or more attachments in it, they're displayed below the comment. iOS users can scroll through inline attachments vertically in the comment; Android users can swipe to move through the attachments list.

You can open an attachment by tapping it.

iOS users: The attachment opens in a new window.

Android users: If you do not have a default viewer set, you'll be asked to choose a method to open it.

Both Android and iOS allow you to attach images from the camera and gallery to a ticket. Additionally, Android users can attach other file types.

To add an attachment to a new ticket or comment

Tap in the reply box to display the attachment options.

iOS

Android

Tap the type of attachment you want to include.

Tap the camera icon to take a photo.

Tap the image icon to open the device's image gallery.

(Android only) Tap the file icon to browse to a file.

Finish adding your information and submit the ticket.

Playing attached calls and voicemails

Voicemails and recordings of voice calls can be played back in the app. Secure recordings are supported.

If a transcript is available, it is displayed along with the call metadata.

To play the recording or voice mail, tap the Play button on the audio stream.

iOS

Android

Viewing service level agreements

If you are on the Professional or Enterprise Support plan, and you use the service level agreements (SLAs) feature, you'll see the current SLA in your ticket properties.

iOS

Android

Android users will also see the current SLAs applied to tickets in a view:

Tap the SLA property to view the list of current and upcoming SLA deadlines:

Comments

The initial launch and lock out of the Support app failed and access to the legacy Zendesk app had to be restored.

With the lack of implementation of bulk editing of ticket's properties, applying macros or leaving comments on mobile app (and no plans to implement it as a feature) my team will not be able to keep up with ticket flow using the Zendesk mobile platform.